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Senior Service Designer - Home Loans


Join the banking and financial services division and help to define the future of Home Loans at Macquarie. You will creating a meaningful and impactful experience for people that are refinancing or buying their new home.

In this role, you will be the custodian of the customer journey and service blueprints, enabling the product team to understand the complex relationship between customer pain points, internal business practices and the underlying platforms. You will work closely with UX, UI and other Service Designers to maintain and evolve the research register to build a rich library of insights that informs the build of features. Finally, you will help set the strategic vision of the Home Loans product by bringing your future visioning prowess to the table.

What you'll do:

  • Map the relationships between customer actions, employee actions and third-party platforms and systems.
  • Gather ideas from stakeholders, such as UX, UI and Service Designers, Product Owners, Business Analysts, Architects, Engineers and other experts across the business, through workshops, kick offs and feedback sessions.
  • Design and facilitate workshops and co-creation sessions for ideation and iteration.
  • Identify insights from customer research through unmoderated and moderated techniques, interviews, surveys and assist with research recruitment.
  • Guide the teams towards a future shared vision of the Home Loans product through workshops.
  • Bring your research to life through personas, customer journeys, service blueprints and stories or scenarios.
  • Generate strategies for managing a research register and testing platform to help the team continuously bring insight into the delivery of features.
  • Synthesise and communicate your findings and recommendations to stakeholders in the team and across the company.


What we're looking for:

  • Designers who thrive in a collaborative team, with excellent communication and interpersonal skills.
  • Passionate design advocates, committed to best practice, process improvements and sharing ideas and inspiration within the team.
  • Problem solvers who love big challenges, tackle them using a collaborative workflow, with the customer front of mind.
  • Portfolio showcasing experience in Service design where you have articulated your process and the outcomes you have achieved. 

About Banking and Financial Services

Banking and Financial Services Group comprises Macquarie's retail banking and financial services businesses, providing a diverse range of personal banking, wealth management and business banking products and services to retail customers, advisers, brokers and business clients.  

Our commitment to Diversity and Inclusion 

The diversity of our people is one of our greatest strengths, and in combination with our inclusive environment, it enables us to deliver innovative and sustainable outcomes for our people, clients, shareholders and communities. From day one, you'll be encouraged to be yourself and supported to perform at your best. If our purpose of ‘empowering people to innovate and invest for a better future’ is as inspiring to you as it is to us, please apply. With the right technology, support and resources, our people can work in a range of flexible ways.

We are committed to providing a working environment that embraces and values diversity and inclusion. We encourage candidates to speak with a member of our recruitment team if you require adjustments to our recruitment process to support you, and the type of working arrangements that would help you thrive.

About Macquarie

A career at Macquarie means you’ll have the opportunity to develop and utilise new skills, explore interesting fields and do challenging work that will impact the lives of people around the world—whether it’s accelerating the green energy transition, helping sustain global food supplies, financing social housing projects or investing in essential infrastructure. At Macquarie, we’re empowering people to innovate and invest for a better future.

Our size and international presence means your work can take you anywhere—across business groups, disciplines, sectors and borders. With 16,000+ employees and offices in 32 markets around the world, we’re a truly global organisation.

You’ll be supported by a diverse team where the unique perspectives, ideas and experiences that all of our people bring are valued. You’ll be empowered to address unmet needs in our communities whilst advising and investing alongside our clients and partners. Working with us, you’ll have the opportunity to make a difference.

Macquarie is a global financial group providing clients with asset management, retail and business banking, wealth management, leasing and asset financing, market access, commodity trading, renewables development, specialist advisory, capital raising and principal investment.

Find out more at

Job no: BFS-960552
Work type: Agency Worker
Location: Sydney
Category: Mid-senior, Technology, Projects, Improvements & Change
Group: Banking and Financial Services
Division: Product & Technology
Recruiter: Christian Tendi
Opening Date: